1st Line IT Support
On site
Hampshire, United Kingdom
Full Time
23-10-2024
Job Specifications
SERVICE DESK ANALYST | PERMANENT | PORTSMOUTH | PS26,000 | 5 DAYS ON-SITE
This role is an excellent opportunity for anyone with experience in providing IT Support on a ticket based system to join a growing organisation at an exciting time. Our client, a large IT Service Provider, are setting up a new support function for a large customer of theirs which will involve a ticket based reporting system which is why previous experience with a similar system will be vital to this role.
As this is a 24/7 support function, shifts will be split between day shift, late shift, and night shift so you will be required to work some late/night shifts.
5 days on-site
Portsmouth
PS26,000 base with 15% bonus when required to cover late and night shifts.
Responsibilities:
Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
Understand and respond to feedback from ticket quality reviews
Simultaneously switch between functions according to call/chat volume at the time
Experience/Skills Required:
Previous experience working in a 1st Line IT support environment
Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
Excellent verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation.
Highly desirable - Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills
Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
About the Company
With over 25 years of experience our recruiters know the industry back to front and inside out. Our success has come from their ability to be able to source not just excellent candidates but the right candidates. We are a driven and focused team with a winning formula for success based on three components; honesty, integrity and professionalism, values that are upheld by every employee. Our ethos has led to us developing many long-standing relationships with many clients and candidates alike in an ever-expanding network of ... Know more
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